InstantOffice Call Routing and Queuing

• Cost-effective inbound call center functionality
• Flexible call flows
• Real-time supervisory monitoring
• Web-based reporting and management

InstantOffice Call Routing and Queuing (CRQ) offers small to medium-sized businesses a simple, affordable call center solution for improving customer relationships and reducing service costs. Designed for rapid deployment on the InstantOffice Integrated Communications Platform, this software offering is ideally suited to handle the rising call loads of informal or formal inbound call centers. Callers are quickly and efficiently connected to the best available company resource, boosting both customer satisfaction and competitive advantage. Even with limited IT expertise, smaller businesses can cost-effectively customize, monitor, and maintain this professional call center routing and queuing solution for optimal service levels and staff productivity.

Streamlined call handling. InstantOffice CRQ ensures customers receive premium service whenever they call. Based on the number dialed (DNIS), the originating number (ANI), touch-tone digits entered, or other criteria, InstantOffice CRQ routes a caller to the company representative with the right expertise. Call flows can be designed to provide highly customized service. If a suitable staff member is not immediately available, the caller is queued for service with music-on-hold, intermittent messages, or the option to leave voice mail. At designated points, a customer may also navigate single-digit IVR menus to accelerate call routing.

Call flow customization to match workflow. From a business perspective, call flow efficiency depends on how well routing and queuing logic matches a company's ideal workflow. InstantOffice CRQ provides flexibility in call flow development, allowing an enterprise to define rules that uniquely suit its operations. Standards-based components enable call flow developers to use familiar tools, reducing time to deployment. Comprehensive documentation and samples are also included.

High visibility into day-to-day operations. Unlike most call center offerings for smaller businesses, InstantOffice CRQ is replete with tools that provide accurate insight into staff productivity and call center efficiency. A simple, real-time monitoring solution allows supervisors to track agent and queue status. And a set of predefined graphical Web reports supplies key statistical data on call handling and service, aiding cost-sensitive operational decisions about staffing, system performance, and resource allocation.

Easy,cost-effective management. Because it leverages the Web-based remote management system of the Integrated Communications Platform, InstantOffice CRQ reduces call center maintenance and administration costs. Management applets are seamlessly integrated into the InstantOffice Remote Management Console, creating a simplified, consistent Web interface for call center capabilities. InstantOffice integration also ensures optimal call center uptime and access to all advanced voice and data technologies in a single, unified system.

InstantOffice Call Routing and Queuing Specifications

Call handling features

• Call queuing with music-on-hold, recorded announcements
• Call routing to agents, voice mail, or e-mail based on ANI, DNIS, or caller touch-tone input
• Call routing over VoIP or any other InstantOffice trunk
• Call flow schedules based on time of day and day of week

Reporting and monitoring

• Agent status tracking and call handling statistics
• Web-based reports accessible from Internet browsers
• Tabular and bar graph formats
• Multiple report types: Agent Report, Call Abandoned, Called Number, Group, Login/Logout
• Remotely accessible real-time supervisory monitoring application

Call flow development and prompt recording

• Flexible script-based call flows using Microsoft VB-Script
• Standards-based Microsoft COM components
• Recording of prompts through the telephone or multimedia PC

Administration and management

• Seamless integration into the InstantOffice Remote
• Management Console
• Agent configuration: up to 84 agents
• Group configuration: up to 84 groups
• Script and route selection

System requirements

• InstantOffice Call Routing and Queuing application: InstantOffice system, release 3.0 or above; compatible with InstantOffice 3500 and 5500 systems; no additional hardware required
• InstantOffice Call Routing and Queuing Monitor: Windows 95, Windows 98, Windows NT 4.0, or Windows 2000 operating systems; 64 MB of RAM
• InstantOffice Call Routing and Queuing reports: Internet Explorer, version 4.0 or above; Netscape Communicator, version 4.0 or above

Vertical Networks, 1148 East Arques Avenue, Sunnyvale, CA 94086. Tel: 408 523-9700; Fax: 408-523-9701.